Work with Flows

Flows allow you to create visual representations of a conversation between your bot A software application that handles customer interactions in place of a live human agent. and a contact The person interacting with an agent, IVR, or bot in your contact center.. You have a wide variety of options for your flows, including text and rich messages, scripts, and more. If you select a rich messaging option, make sure it's supported by the channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. your bot works on. Changes to your flow are saved automatically.

Create a Flow

1. In CXone Mpower, click the app selector and select Bot Builder.

2. Click the bot you want to work with.
3. Click Dialogues in the left icon menu.
4. Click the Flows tab.
5. Locate the folder your new flow should go in. You can also click New Folder , enter a name, and press Enter.
6. Click Create flow.
7. On the flow canvas, click the plus sign and select an option to begin the flow. Then, from the next 10 steps, go straight to the one that matches your selected option.

8. Select Intent when the flow begins with the contact. If the intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish you want doesn't exist yet, you can create it on the NLU > Intents tab. Then:

   1. Enter the message text and press Enter. The bot displays its predicted intent.
   2. If the intent is incorrect, click the intent and select from the list of available intents. You can also enter an intent name in the Type intent name field to search for and select an intent.
   3. Click the checkmark to confirm.
9. Select Message when the flow begins with the bot. Then: 
   • Enter the message text for the bot response and press Enter.
   • You can choose to add buttons or quick replies to the bot response. You can add more than one of each, but you cannot add both to the same response. Each button or quick reply creates a new branch in the flow.
   • Click the checkmark to confirm the intent displayed in the message.
10. Select Rich Link to begin the flow with URL and image. Then: 
    • Click Select the image, navigate to the image you want to use, and click Open.
    • Enter a Title for the rich link.
    • Enter the URL and press Enter.
11. Select Script to begin the flow with a custom integration script. If the script you want doesn't exist yet, you can create it on the Integrations > Scripts tab. Then: 
    1. Click Select Script and select from the list of available scripts.
    2. Click the checkmark to confirm.
12. Select Multimedia to begin your flow with an uploaded multimedia file. Then click Select the file, navigate to the file you want to use, and click Open.

13. Select Card to begin your flow with a message that combines of structured text, image, and buttons. Then:

    View image

    

    1. Click Select the image, navigate to the image you want to use, and click Open.
    2. Enter a Title and Description.
    3. In the New Button field, enter a button name and press Enter. Each card can have one button, which opens a new branch in the flow.
    4. If you want to create multiple cards with branches at this level, hover over the card image and click the > icon to the right of it. Hovering also displays icons that show which card you're viewing, let you reorder the cards, and let you delete the card.
14. Select Handover to begin the flow by transferring to a live agent. Then:

    1. For Into, select an agent queue from the drop-down of available queues. The Handover action lets you choose from the available digital routing queues The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case..

    2. Enter a note for the agent if you want to provide more context.
    3. Click the flow canvas to continue.
15. Select Fill Slot to begin the flow by asking for information from, or giving information to, the contact. If the slot you want doesn't exist yet, you can create it from the Slots item in the right pane on the Dialogues > Stories tab. Then:
    1. Select an existing slot from the drop-down of available slots.
    2. Enter a Value, or leave the field blank to allow the value to be reset. Slot variables are accepted.
    3. Click the flow canvas to continue.
16. Select Slot Condition to begin the flow based on that condition. If the slot you want doesn't exist yet, you can create it from the Slots item in the right pane on the Dialogues > Stories tab. Then:
    1. Select an existing slot from the drop-down of available slots in your entities and intents.
    2. Enter a Value, or leave the field blank to allow the value to be reset. Slot variables are accepted.
    3. Click the flow canvas to continue.
17. Select Tags to begin the flow by adding one or more tags. If the tag you want doesn't exist yet, you can create it by clicking your bot icon > Tags. Then:
    1. Click Add Tag.
    2. Click the name of a tag to add it. You can add multiple tags but must do so one at a time. Even if you add more than one tag, only one new branch opens in the flow.
    3. Click the flow canvas to continue.

18. Select Adaptive Cards to begin your flow with a Microsoft Adaptive Card. Then select the Adaptive Card you want to use from the drop-down. If you click Preferences at the top right corner of the Adaptive Card item, the configuration page for the card opens.

19. Repeat these steps to continue adding contact and bot messages until your conversation flow is ready.

Flow Designer Controls

The flow designer canvas offers a number of controls to help you. You can use these at any time when creating contact and bot messages.

• When you hover over blank parts of the canvas, the cursor appears as a hand . You can use the hand to grab the canvas and move it around to quickly see a different part of the flow. The flow mini-map in the lower right corner shows you where the flow bubbles you're viewing are in relation to the whole canvas. This can be very helpful when you're working on long or complex flow designs.
• When you hover over a message bubble, two icons appear to the left of the bubble.
  • Click the six vertical dots to move that bubble on the canvas. The bubble maintains its connections to the rest of the flow.
  • Click the trash can to delete that bubble.

    If you delete a bubble that starts a branch, you will delete the entire branch. A confirmation dialog helps you avoid doing this by accident.

• Under each message bubble is a small clock . Click this icon to set a number of seconds for which your bot should appear to be typing. This can help make the bot seem more personal to the contact. If you use Smart Typing, the word Auto appears next to the clock.
• Click the plus or minus on the toolbar at the bottom of the page to zoom in or out.
• Click the four arrows pointing at each other on the toolbar at the bottom of the page to center the canvas on your flow.
• Click the lock on the toolbar at the bottom of the page to prevent changes from being made to the flow.
• Use your mouse wheel to zoom in and out on the flow canvas view.

Add Buttons to a Bot Response

You can add one or more buttons to a bot response.

1. In Bot Builder, create a flow and select Message to add a bot response.
2. Click Button in the bot response message on the canvas.
3. Double-click the default New Button text in the button that appears, then enter the new label text. One of the branches from the bot response now has a label that matches the button label you added.

4. Click the plus sign on the labeled branch and select whether you want the button to Start Flow, Open URL, or Trigger Intent.

   Learn more about fields in this step

   Field	Details
   Start Flow	This branch of the conversation will jump to another flow. This changes the bot's context to the new flow.
   Open URL	This branch branch of the conversation will open a URL in the browser.
   Trigger Intent	This branch of the conversation will trigger an intent. The intent will occur within the context of the current flow.

5. Configure the button:

   • To configure a button that starts a flow, click the drop-down the appears and select the flow you want to jump to. If the flow you want doesn't exist yet, you must create it first.
   • To configure a button that opens a URL, in the field that appears, enter the URL that you want to open and press Enter.
   • To configure a button that triggers an intent, in the field that appears, enter an example of what contacts say to trigger the intent, then press Enter. Confirm the bot's intent prediction or select the correct intent.
6. Add another button, if necessary.

Add Quick Replies to a Bot Response

1. In Bot Builder, create a flow and select Message to add a bot response.
2. Click Quick Reply in the bot response message on the canvas.
3. Double-click the default New Quick Reply text in the button that appears, then enter the new label text and press Enter. One of the branches from the bot response now has a label that matches the button label you added.

4. Click the plus sign on the labeled branch and select whether you want the quick reply to Start Flow or Trigger Intent.

   Learn more about fields in this step

   Field	Details
   Start Flow	This branch of the conversation will jump to another flow. This changes the bot's context to the new flow.
   Trigger Intent	This branch of the conversation will trigger an intent. The intent will occur within the context of the current flow.

5. Configure the quick reply:

   • To configure a quick reply that starts a flow, click the drop-down the appears and select the flow you want to jump to. If the flow you want doesn't exist yet, you must create it first.
   • To configure a quick reply that triggers an intent, in the field that appears, enter an example of what contacts say to trigger the intent, then press Enter. Confirm the bot's intent prediction or select the correct intent.

6. Add another quick reply, if necessary.